Service Operations Management, 6th edition

Published by Pearson (August 12, 2025) © 2026

  • Robert Johnston
  • Michael Shulver
  • Nigel Slack Warwick Business School, Warwick University
  • Alan Betts
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Title overview

Deepen your understanding of improving services delivery and be equipped to tackle challenges in service operations management with this leading textbook, now in a practical, digital eBook format.

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Table of contents

Preface

Part One: Framing service operations

  1. Introduction to service operations
  2. The world of service
  3. Service strategy
  4. The service concept

Part Two: Service people

  1. Customer relationships
  2. Service quality
  3. Designing customer experience
  4. People in the service operation
  5. Service culture

Part Three: Delivering service

  1. Service supply networks
  2. Designing the service process
  3. Managing service performance
  4. Service resources and capacity

Part Four: Improving service operations

  1. Service innovation
  2. Service improvement
  3. Learning from problems
  4. Learning from other operations

Glossary

Index

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